The Contact Centre Standards Framework provides industry leaders with a structured approach to understanding how their operation performs today and where there is opportunity to strengthen capability over time.

Created by professional, experienced leaders at the forefront of driving change and continuous improvement within contact centres and overseen by the CCMA’s Standards Framework Advisory Board, organisations engage with the Contact Centre Standards Framework through CCMA Accreditation, essentially becoming a CCMA Accredited Contact Centre. The accreditation process involves independent assessment and a review of evidence across the five pillars, providing organisations with a clear understanding of where their operation is performing well and where further focus may be required.

For members of the CCMA that participate in the CCMA Benchmark as well as become Accredited Contact Centres, they can take full advantage of seeing the whole picture. The Contact Centre Standards Framework focuses on the inputs that shape contact centre performance, including leadership, culture, capability and operational foundations. The CCMA Benchmark complements this by measuring outputs, such as customer, operational and people performance metrics. Used together, the framework and benchmark provide a rounded, evidence-based view that supports informed discussion with boards, executive teams and key stakeholders.